Technical Account Manager with German Language

General Information

Req #

WD00065395

Country/Region:

Slovakia

State:

Bratislavský kraj

City:

Bratislava

Date:

Friday, May 17, 2024

Working time:

Full-time

Additional Locations :

• Slovakia

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) .

Description and Requirements

As a Lenovo Technical Account Manager (TAM), you will have the opportunity to serve as a trusted advisor to our customers who have purchased Premier Support. Being skilled in the Lenovo Systems and procedures in regards to services, you will be responsible to drive the customer experience. The TAM develops and maintains an excellent rapport with key customer contacts at multiple levels; ensuring consistent and relevant communication.

You will act as a single point of contact for service issues ensuring responsiveness and resolution. Utilising the feedback from the account and knowledge built, you will work existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed.

You closely monitor service activity and performance to the service level KPI’s, escalating issues to appropriate teams and service providers. Developing and presenting analysis / results for the service metrics internally and externally on the time line required (weekly/monthly/quarterly).

You must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo. You will be an active advocate for our Customers’ services needs within the business. You will be reporting to EMEA Premier TAM Manager.

Responsibilities:

• Relationship:

• Maximizes the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle. The TAM manages customer escalations and acts as the customer’s advocate.

• Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers

• Escalation management:

• Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.

• Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships,

• Uses complex analytical skills to recognize trends and improve performance.

• Prevention:

• Requires a general understanding of and technical competence in PC technologies.

• Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends

• Optimization:

• Identifies and leads continuous improvement activities in support of customer or internal business processes

• Support:

• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

• Collaboration:

• Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness

Requirements:

• Superior knowledge of PC technology, market trends, other vendor competition, sales strategies and management principles.

• Ability to effectively interact and communicate with Senior executive to CXO level personnel

• Excellent presentation, communications and interpersonal skills

• Proficient in Microsoft office programs and PC technologies

• Excellent organisation skills, must be a self-starter who has experience in managing multiple initiatives simultaneously in a demanding and changing environment.

• Ability to build effective virtual teams and drive results through others in a complex cross-functional organisation required.

• Business Fluent English and German language

Base gross monthly salary starts from 2600 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.

What Lenovo can offer you:

• 3 sick days per year

• Additional vacation days

• 100% sick leave compensation up to 2 months per year

• A broad selection of soft and hard skills trainings and individual mentoring

• 1:1 contribution to the Third Pillar Pension System

• Home office flexibility upon team agreement

You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations :

• Slovakia

• Slovakia